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8 months ago
Salary: up to £21k
Location: London
Job type: Permanent
Contact: Recruitment Team
Category: Customer Service Jobs

Travel Industry – Travel Customer Relations Executive

A leading UK Travel Provider are looking for a Customer Relations Executive to handle and resolve customer complaints fairly, in accordance with agreed guidelines after careful investigation and analysis of the complaint, resolving the problem to the satisfaction of both parties, and to minimum cost to the company whilst ensuring a consistently high level of customer service is delivered with an overriding objective of customer retention.

You will investigate new/ongoing complaints with suppliers and other departments to ensure comprehensive information obtained for compiling informative and well structured replies to customers, using the customer services complaint handling database and ensure that case notes, compensation and complaint classification is correctly added and that internal systems are fully utilised to obtain relevant information. 

  • You will work to personal/departmental targets to turnaround investigations and responses within specified time frames; assessing complaints fairly in accordance with agreed departmental and ABTA guidelines and handle and resolve correspondence including first time complaints and comeback responses in writing or by telephone. 
  • This will lead to you assessing compensation and or refunds in accordance with agreed guidelines, and aim to recover payments from suppliers and identifying and escalate problem areas to Senior Coordinator/Manager for further action/consideration and for monthly Quality Reporting by liaising with Product, Destination Management, and Health & Safety, as appropriate, and suggest areas for improvement. 
  • The successful candidate will have a good standard of written English and have worked in a customer service focussed environment before and preferably have experience of working in a letter writing environment and/or travel.  

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